Assistant Manager - Operations

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Total Work Experience (in years) 5Educational+Professional Qualifications Graduate or equivalent in any discipline from any recognized university Domain Knowledge and Experience Minimum 5 Years of BPO/KPO Work ExperiencePrior experience of Team handling for 2 years Shipping & Logistics Prior Experience Added AdvantageBack Office Operations along with Voice Process Experience Added Advantage Roles and Responsibilities 1. Leading a team of 30-35 agents and SME's to perform effectively against set SLAs/KPIs2. Executing strategies to improve your teams’ overall performance3. Leading interventions to deliver change and transformation within the business adding value to the business4. Managing teams with effective leadership, coaching and support5. A Client facing role, hence thought leadership, Maturity & Excellent Communication & Articulation skills a Must for the role6. Working closely with other departments to ensure effective operations7. Working in a fast paced environment and getting productivity our of team8. Adhering to WNS policies and ensuring that their team follows all policiesSpecial Skils 1. MS Office skills (Excel, Powerpoint) are required. Power BI knowledge is a plus2. Data reading and interpretation skills3. Team Management4. Coaching & Counselling Skills5. Stakeholder Management6. Analyzing & Planning7. Communication skills for Client interactionNote : Willingness to work in 24*7 environmentLanguage Capability EnglishSpoken Proficiency Required Excellent communication skillsWritten Proficiency Required Excellent communication skillsTechnical Proficiency & Requirements 1. Hands on experience of using desktop or Laptop with basic troubleshooting skills2. Comfort in Learning and Using Digital Tools3. Knowledge of using Virtual meeting application e.g.; Skype, Zoom, Teams or WebEx4. Intermediate understanding in using Broadband, Wi-Fi or phone internet tethering with desktop or Laptop5. Existing Home Broadband or Wi-Fi Connection. (preferred)6. Inverter back up available. (preferred)

Qualifications

Graduate

Experience Level

Mid Level